Lead Engineer - Customer Technical Support

******Job Description Summary****** =================================== Customer Technical Support (Hardware) engineers in the Global Applications & Support team specialize in Grid Automation (GA) and have the primary mission of advanced (Level 3) product support to GA Regions. The role is expected to demonstrate technical leadership, team-work capability, and the ability to keep up with evolving hardware/firmware technologies in the grid automation domain. Customer interactions are integral to the role, as a domain expert representing the Product Line. Customer Support engineers should be adaptable to the very dynamic work environment of the team. #LI-ML2 **Job Description** =================== **Responsibilities** * Level 3 (advanced) technical support on assigned product platforms, covering both post-sales and pre-sales tasks.   * Resolve customer complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical Reports. * Lead Customer meetings and/or Site visits to gather evidence or troubleshoot site issues.   * Create test setups and conduct tests specific to issue resolution, workarounds, or Root Cause Analysis. * Drive hardware defect investigations to conclusion and develop permanent solutions in collaboration with R&D or other relevant teams. * Write internal reports covering defect investigations such as 8D. * Write Customer Technical Reports following the standard format and guidance. * Cooperate with Repairs team in complex investigations. * Open and monitor non-conformities tickets on product issues as necessary and support Containment/Corrective Actions. * Interface with various Quality teams (Regional quality, Manufacturing quality, Supplier quality etc.) as necessary. * Collaborate with R&D: Align investigation findings with future design enhancements to GA products. * Performing all activities, especially in Laboratory areas, in compliance with the Environmental, Health and Safety (EHS) guidelines. **Required Qualifications** * Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline). * 7+ years of experience with protection devices, embedded systems, or electronics hardware used in electrical networks * Ability and willingness to travel (globally) up to 20% of time. **Desired Characteristics** * Knowledge of and experience with state-of-the-art tools and techniques for testing, troubleshooting, and analyzing numerical relay hardware. * Fluent in English. Other languages may be valued. * Excellent oral and written communication skills. * Team worker. * Lead initiatives of moderate scope and impact. * Ability to manage multiple customer support activities simultaneously. * Effective problem identification and solution skills. * Flexibility and capability to adapt to different business needs in the job. For candidates applying to a Canadian-based position, the pay range for this position is between $110,500 - 160,500 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. Bonus eligibility: discretionary annual bonus. This posting is for an existing vacancy. ******Additional Information****** ================================== **Relocation Assistance Provided:** Yes